International Journal of Trend in Scientific Research and Development (IJTSRD)
Volume 5 Issue 5, July-August 2021 Available Online: www.ijtsrd.com e-ISSN: 2456 – 6470
Impacts of Information Technology on Banking
Industry (A Case Study of Akure Bank Area)
Olaitan S. K, Arijeniwa O. C
Department of Science Laboratory Technology, Rufus Giwa Polytechnic, Owo, Nigeria
ABSTRACT
As information technology is the modern trend on banking today, it's
very imperative for banks to access its impact operational
performance so as to justify if the capital invested on it is Justifiable
or not, analyze their problem and profit possible solutions. The
objective of this research is to examine how the adoption of
information technology affects the operations of commercial banks
and the impact of information technology on banks and customer
relationship. The main research instruments used are questionnaire
from staffs and customers of the bank,156 questionnaire were
distributed and 150 questionnaire were administered. The simple
frequency percentage was adopted as the statistical measure and
hypothesis testing was analyzed using chi- square statistical tool, at
0.05 level of significance to show whether they should be upheld or
rejected. The results of this research affirmed that there is significant
relationship between management disposition and the utilization of
information technology by banks in Nigeria. In conclusion, the study
reward that information technology has tremendously improved
growth and performance of the Nigeria commercial banks.
Information technology has lead to increase customer satisfaction,
improved operational efficiency, reduced transaction time, and gives
the bank a competitive edge. The study recommends that every bank
in Nigeria should not only invest heavily on IT especially the point of
sales (POS), but should distribute same to business outlets where
business owners and customers will have access to smooth and hassle
free transactions. It is therefore necessary for the government to
emphasize the need for more policies that will boost the efficiency in
utilization of IT equipment by reducing the cost of acquiring them so
as to reduce cost and boost the growth of the economy.
Consequently, it is hereby suggested that further studies be carried
out on the impact of Information Technology on development finance
institutions.
How to cite this paper: Olaitan S. K |
Arijeniwa O. C "Impacts of Information
Technology on Banking Industry (A
Case Study of Akure Bank Area)"
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and Development
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Issue-5,
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KEYWORDS: Banks, Productivity, Information Technology and
Nigeria
INTRODUCTION
In recent times, Information Technology (IT) has in
particular brought a complete paradigm shift on
bank’s customer service delivery and financial
performance in the banking industry. In a bid to catch
up with global development, improve the quality of
customer service delivery, reduce transaction cost and
increase shareholders wealth, banks have invested
heavily in IT, and have widely adopted IT software,
hardware and networks for delivering a wide range of
value added products and services. The IT
development has a significant effect on development
of more flexible and user friendly banking services
(Adeku, 2020). Today, IT has become the heart of
banking sector, while banking industry is the heart of
every robust economy (Babatunde, 2018). If it
collapses so will the economy. It is absolutely evident
from the current financial downturn in most of the
European banks’ crises, and in turn. IT has created a
new infrastructure for the world economy to become
truly global and also provided the users of new
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technology a competitive advantage over their rivals.
Services like electronic banking and ATMs have
become the main technology driven revolution in
conducting banking financial transactions. Banks
have made huge investments in telecommunication
and electronic systems, users have also been validated
to accept electronic banking system as useful and
easy to use (Schiavi and Behr, 2018). Transactions
worth billions of dollars can only take place in
seconds in the electronic circuit throughout the globe
by pressing a single button. The Ghana economy
yearns for serious development. Irrespective of the
fact that she is blessed with massive natural resources
such as Gold, Oil, Cocoa and Timber, she remains
one of the poorest countries in the world (Castells,
2001). Banks today are looked upon as stated above
as vehicle of change for a much needed economic
growth and development as it behaves on banks to
develop the most effective means of delivering
effective, efficient and quality service that will help
drive our much awaited economic success. These can
be made possible if and only if IT is properly put to
use in the Nigeria banking sector (Adesina and
Ayo,2010). It is believed that the application of IT in
banking has the tendency to stimulate economic
growth by bringing borrowers and lenders of financial
resource together more efficiently than if they had to
relate directly with one another. IT has been
acknowledged as the backbone of banks in the
financial sector as it promotes and facilitates the
performance (Financial and Operational) of banks in
the country (Oria and Kibati, 2016).
REVIEW OF RELATED LITERATURE
literature review covers issues concerning the
development of banking in Nigeria, impact of
information technology, contribution of information
technology in Nigeria, the role of IT on banking
sector, problems and challenges of information
technology on banking sector, theoretical framework
and review of empirical literature.
Information technology (IT) in Bank industry in
Nigeria
The world of business has witnessed enormous
changes in its nature due to the recent developments
in IT and the emerging technologies that appear
frequently. The rapid changes in the business market
and the hectic and fierce competition among
companies have led to the adoption of new and
innovative techniques in their business to gain trust
and reap the benefits.
The increase in IT gadgets has encouraged banks to
increase IT usage and the business environment is
becoming more and more reliant on IT. Banks have
taken the advantage of the technology developments
in almost all aspects of its operations to increase
productivity, profitability, and expandability
especially in era of the sever competition in banking
sector in the country.
Payment systems such as ATM, Electronic Fund
Transfer (EFT), Clearing House Automated Payments
(CHAPs), Electronic Purse (E-Purse), Automated
Cheque Sorter (ACS), and Electronic and Transfer at
Point of Sale (EFTPOS) has made the services much
easier, faster, and at convenience for both customers
and banks. In addition regulations in banks became
more sophisticated and technology dependent and
speeded up operations thus reducing the cost per unit
in banking operations (Salawu and Salawu, 2007).
The Nigerian banks have nowadays online services
and facilities that accelerate funds transfer instantly
from any location and provides safer and convenient
facilities to all stakeholders. The telephone banking
technology is another innovative technology that
improved the productivity, comfort, and innovative
way to serve customers (Osabuohien, 2008). It can be
concluded that Information technology has impacted
positively on the mode of operations in the banking
sector in Nigeria.
METHODOLOGY
The methodology adopted in this research is
presented, based on the following:
 Research Design
 Research Procedure.
 Population of the Study
 Sample Size
 Sample and Sampling Technique (s)
 Research Instrument
 Validation of Instrument
 Reliability of Instrument.
 Method of Data Collection
 Method of Data Analysis
Research Design
This study adopted descriptive-survey design. A
survey approach is adopted where portion of the
entire population is subjected to analysis and the
findings used to draw conclusion on the entire
population. This research is also descriptive in nature
because it described the current situations in respect
of the impact of Information Technology on
Nigerian's Banking. A study of Akure Bank Area.
Research Procedure
The primary and secondary data were collected
through the questionnaire and collated. The secondary
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data was specifically collected by the researcher from
related publications by scholars and other relevant
authorities in the field of Information and
Communication Technology.
Population of Study
The main population of this study comprised of first
bank, zenith bank, UBA bank, Polaris bank, unity
bank, heritage bank, access bank, Fidelity Bank in
Akure Metropolis. However, the following Banks in
Akure were selected for the study.
1. Zenith Plc.
2. UBA. Plc.
3. First Bank plc.
Schedule of Sample Selection
No of Junior
Bank
staff selected
Zenith
20
UBA
20
First Bank
20
Grand total
60
Sample Size
A total sample size of 150 was adopted for this
research. A sample of 50 was drawn from each of the
three (3) banks that are under study. Each of these
samples were randomly selected from the total
number of staffs employed by the three (3) banks and
the total number of customers of the three banks
under study. Each sample comprised of 20 junior
staff, 15 senior staff, 10 customers and 5 management
staff. The reason behind having them in this order
derives from our preliminary investigation which
revealed that the junior staff in each of these banks
have the highest population followed by senior staff
and management staff in that order.
No of Senior
No of Mgt
No of Customers
Staff selected Staff selected
selected
15
5
10
15
5
10
15
5
10
45
15
30
Table 1 Sample and Sampling Techniques
Total
Respondents
50
50
50
150
For the purpose of this study, the stratified random sampling method was employed in selecting the sample size.
The relevant respondents from each of the groups (junior staff, senior staff, customers and management staff)
were derived using the stratified random method. This technique was used because it enhances the
representativeness of the sample in relation to the problem.
Research Instrument
The instrument used for this research was a questionnaire. The structured and well validated questionnaire was
self-designed by the researcher based on 4-points scale. It has two sections as follows.
Section A- Background information and demographic data of respondents,
Section B- This is in respect of the subject matter, under study. The impact of Information Technology in
Nigerian Banking. A study of Akure Banking Area.
It consisted mainly of close-ended questions which required the respondents to tick their best option and was
structured on four Point Scale i.e. Strongly Agree (SA), Agree (A), Strongly Disagree, (SD), Disagree,(D).
Method of Data Collection
The researcher personally visited all the selected towns and districts in the company of trained research
assistants during the period of data collection. The researcher, with the help of research assistants, established
rapport with members of staff and customers on their arrival. After making formal introduction, the researcher
and research assistants made the respondents aware that the questionnaire was only meant for research purposes
and information obtained would be treated in strict confidence.
A total of 154 copies of the questionnaire were produced and distributed. The researcher was able to retrieve 150
out of 154 copies of the questionnaires, which were all filled. This means that 150 copies of the questionnaire
administered were subjected to analysis.
Method of Data Analysis
Data collected was mainly presented by use of quantitative methods. The responses from the structured
questions were computed into frequency counts and percentages and means. It was summarized and tabulated
for easy presentation, assessment, analysis and interpretation.
The null hypothesis generated for the study were tested statistically using chi-square statistical tool, at 0.05 level
of significance to show whether they should be upheld or rejected. Data were presented in tables on the basis of
the research questions and null hypothesis generated for the
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DATA PRESENTATION, ANALYSIS AND INTERPRETATION
This chapter presents the analysis and interpretation of data obtained from respondents on the impact of
Information Technology on Nigerian's Banking. A study of Akure Bank Area. The application of descriptive and
inferential statistics were employed for the overall analysis and test of research hypotheses. The analysis is based
on 150 copies of questionnaire found suitable for analysis, although a total of 154 copies of questionnaire were
originally administered among the respondents. Thus the response rate stood at 97.4%.
Questionnaire Distribution
S/N Description of Respondents No. Retrieved Percentage Cummulative Percentage
1
Zenith
50
33.3
33.3
2
UBA
50
33.3
66.6
4
First Bank
50
33.3
100
Total
150
100
Table 2: Source: Field Survey Work, 2020.
From Table 2 shows that equal retrieval rate for all respondents from the selected banks. 50(33.3%) respondents
are from Zenith. 50 respondents were obtained from UBA, which accounts for 33.3%. Finally 50(33.3%)
respondents were obtained from First bank PLC. The distribution showed and equal reorientation from the
selected banks.
For the purpose of this analysis, the sum percentage of the respondents that indicated strongly agreed and agreed
were grouped to be the percentage of the respondents that agreed with the statement while those that chose
disagreed and strongly disagreed were grouped to be disagreed. Furthermore, an expected mean was calculated
using (4+3+2+1)/4 = 10/4 = 2.5 and any item with mean below 2.5 which is the expected mean is accepted as
DISAGREED while items with mean with 2.5 and above is accepted as AGREED. The mean value of each
statement was estimated and used in ranking the statements. Also, in table 1strongly agree, agree, disagree and
strongly disagree are represented by SA, A, D, SD respectively and the mean and standard deviations for the
variables are represented by X and STD respectively.
Respondents answers to questions on the Impact of IT on Banking Operations.
The adoption of IT in banking has enhanced profitability of our
Bank.
The adoption of IT in banking has enhanced the overall
performance of our Bank.
IT utilization led to high labour turnover in our bank.
The adoption of IT has made our operations faster, accurate and
reliable.(Efficiency)
The adoption of IT has led to increased customers loyalty
(patronage)
IT has positive effects on labor productivity and total factor
productivity of banks.
Customers services have improved considerably since the adoption
of IT in my bank.
IT reduces cost of operation and increases output in the long-run.
SA
A
SD
D
37.30
%
29.30
%
10%
23.30
%
48.7%
18%
30%
3.30%
46.7%
30%
20%
3.30%
4.00%
2.70%
14%
21%
26.70
%
30.00
%
23.40
%
10.00
%
16.70
%
70%
55%
43.3%
40.0%
73.3%
23.30
%
10.00
%
20.00
%
13.30
%
3.30%
0.00%
Table 3 Computed from Field Survey, 2020
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Figure 1
For the purpose of this analysis of the results in table 3 on the impact of IT on banking operations, the sum
percentage of the respondents choosing strongly agreed and agreed were grouped to be the percentage of the
respondents that agreed with the statement while those that chose disagreed and strongly disagreed were grouped
to be disagreed. Furthermore, an expected mean was calculated using (4+3+2+1)/4 = 10/4 = 2.5 and any item
with mean below 2.5 which is the expected mean is accepted as DISAGREED while items with mean score 2.5
and above is accepted as AGREED. The mean value of each statement was estimated and used in ranking the
statements. Also, in the table strongly agree, agree, disagree and strongly disagree are represented by SA, A, D,
SD respectively and the mean and standard deviations for the variables are represented by X and SD
respectively.
It was observed that 73.3% of respondents agreed that the statement of accounts are promptly updated with the
adoption of IT, with a mean score of 2.83 and was ranked 6th among the statements. Also about 76.6% of
respondents agreed that IT reduces cost of operation and increases output in the long-run, with a mean score of
2.70 and was ranked 7th. The 8th ranked statement was on the improvement of customers services as a result of
IT adoption, with a mean score of 2.69 and 53.3% of respondents agreed. While the 9th ranked statement was
that the adoption of IT in banking has enhanced the overall performance of Banks, with a mean score of 2.68 and
about 66.7% agreed. The statement that IT provides proximate banking, and about 667% of respondents agreed
with a mean score of 2.67. Majority of respondents (63.3%) agreed that IT helps in the detection of fraud, with a
mean value of 2.63 and the statement that IT has positive effects on labor productivity and total factor
productivity of banks as about 63.3 agreed and a mean value of 2.59. Finally, majority (76.7%) agreed that IT
utilization led to high labour turnover in the bank, with a mean score of 2.57.
Figure 1, it can adduced that IT have positively impacts on bank performance, employee productivity, customer's
service, operational efficiency, prompt account update, prompt rendition of returns, increase in output, labour
turnover and increased profitability of banks. Figure 1 shows that’s, improvement in IT infrastructures was
considered of utmost necessity, while others were, reduction in cost implications on customers, prioritizing IT
solutions in banks, provisions of necessary infrastructures, regular electricity, training for staff and improvement
of Network Security and Firewalls.
Inferential Statistics
Test of Hypothesesre level of 0.05 (or 5%) which means at 5% probability. SPSS 22 software was used to
generate the results.
1. HO; There is no significant relationship between Management disposition and the utilization of information
technology by banks in Nigeria.
HI; There is a significant relationship between Management disposition and the utilization of information
technology by banks in Nigeria.
2. HO; There is no significant relationship between the utilization of Information technology and operational
performance of banks in Nigeria.
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H1; There is a significant relationship between the utilization of Information technology and operational
performance of banks in Nigeria.
3. HO; There is no significant relationship between the use of information technology and customers satisfaction
in Nigeria's banking sector.
H1; There is a significant relationship between the use of information technology and customers satisfaction in
Nigeria's banking sector.
Result of Hypotheses Testing
Details about the test of the hypotheses are indicated below:
Results of Test of Hypotheses using Chi-square (χ2)
Chi-square Likelihood Linear by Linear Degree of
Hypotheses
(χ2) value
Ratio
Association
freedom
a
H0
220.689
249.181
126.181
9
H0
242.808a
257.050
125.549
9
a
H0
249.020
247.320
124.842
9
Table 4 Computed from Field Survey, 2020
Ho: There is no significant relationship between
Management disposition and the utilization of
information technology by banks in Nigeria.
According to Table 4, the null hypothesis was
rejected and the alternative was accepted given the
chi-square (χ2) value of 220.689a and Asymp. Sig. (2sided) of 0.000 which is less than the probability of
0.05 (Prob. < 0.05). The results therefore affirmed
that there is significant relationship between
Management disposition and the utilization of
Information Technology by banks in Nigeria. This is
in line with the findings of Babatude, (2018) on the
Impact of information communication technology on
bank performance of selected banks in Ondo State
Nigeria and Adesina and Ayo, (2010) on the Impart
of Electronic Banking on Customers Service in
Lagos, Nigeria.
Ho: There is no significant relationship between the
utilization of Information Technology and operational
performance of banks in Nigeria.
According to Table 4 , the null hypothesis was
rejected and the alternative was accepted given the
chi-square (χ2) value of 242.808a and Asymp. Sig. (2sided) of 0.000 which is less than the probability of
0.05 (Prob. < 0.05). The results therefore affirmed
that there is significant relationship between the
utilization of Information Technology and operational
performance of banks in Nigeria. This is in
consonance with the findings of Castells (2001) in his
study on banking efficiency and information
technology in Nigeria: An empirical investigation.
Ho There is no significant relationship between the
use of information technology and customers
satisfaction in Nigeria's banking sector. According to
Table 4, the null hypothesis was rejected and the
alternative was accepted given the chi-square (χ2)
value of 249.020a and Asymp. Sig. (2-sided) of 0.000
Asymp .Sig
2-sided
0.000
0.000
0.000
Decision
Reject H0
Reject H0
Reject H0
which is less than the probability of 0.05 (Prob. <
0.05). The results therefore affirmed that there is
significant relationship between the use of
information technology and customers satisfaction in
Nigeria's banking sector. This is in line with the
findings of Osabuohien, (2008) in his empirical
investigation on IT and Nigeria Banks Reforms:
Analysis of Anticipated Impact in Selected banks.
Discussion of Findings
i) Consequent upon the results of this section of the
survey, it could be adduced that most banks have
deployed Information and Communication Systems in
their various operations. Examples of such systems
are indicated in the survey. It can also be concluded
that these IT systems and solutions are predominantly
utilized for banking operations in Akure metropolis.
Automated Delivery Channels, Point of Sales
solutions, SMS, Fax machine, photocopying
machines, Email services, internet banking, electronic
fund transfer, plastic cards, magnetic ink readers
(MICR) and other Telebanking interactive services
are examples of IT solutions utilized by banks.
ii) Furthermore, it was found that IT, positively
impacts on bank performance, employee productivity,
customer's service, operational efficiency, prompt
account update, prompt rendition of returns, increase
in output, labour turnover and increased profitability
of banks.
From the above observations, it can be safely inferred
that the critical challenges of IT utilization in banks
are, low tele-density, poor IT infrastructure, poor
internet connectivity and coverage, inadequate
government support, insecurity and poor management
disposition among others.
iii) Improvement in IT infrastructures was considered
of utmost necessity, while others were, reduction in
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cost implications on customers, prioritizing IT
solutions in banks, provisions of necessary
infrastructures, regular electricity, training for staff an
improvement of Network Security and Firewalls.
iv) It was established that there exist a significant
relationship between Management disposition and the
utilization of information technology by banks in
Nigeria. This finding is in consonance with the
findings of Salawu and Salawu, (2007) in their study
on management disposition and IT application in
Nigeria banks.
v) It was also found that there is a significant
relationship between the utilization of Information
Technology and operational performance of banks in
Nigeria. This is in line with the findings of Adeoti,
(2005) on IT application in Nigeria banks.
vi) It was found that there is a significant relationship
between the use of information Technology and
customers satisfaction in Nigeria's banking sector.
This finding is in consonance with the findings of
Tella, (2006) in his study on IT and Customers
services in Financial Institutions.
vii) The use of Information Technology positively
impacts of bank profit.
Conclusion
In the course of this study, it has been established that
Information Technology play key roles in the banking
sector in Nigeria. It has made reasonable impacts in
banking operations such as helping in critical areas as
End-user technical supports, customers service
delivery, Network management, voice and data
communications, business applications and strategic
technology planning. Information Technology (IT)
has helped in reducing the cost of doing business in
banks, banks all over the world are involved in time
consuming and routine task on a daily basis and it's
dependent on Information Technology cannot be
overemphasized. It has also been observed that it has
been abused and encouraged fraudulent and unethical
banking practices as its downside.
In conclusion, the impact of Information Technology
in banking sector is enormous and has global impact.
It has equally affected leading organizations all over
the world. The effect is not only in the banking sector
because virtually all sectors of human endeavor have
experienced the revolution. Again, the speed of
change is fast and in many years to come the impact
will continue to cut across all areas of human
endeavor going by the Research and Development
(R&D) taking place all over the world presently.
Change is a constant phenomenon and banking sector
is not exempted. As such one needs to prepare
himself or herself to such changes whenever the
situation calls for it.
Recommendations
Arising from the findings of this study, it is obvious
that Information Technology is highly important in
the banking sector due to its immense contributions.
Therefore the researcher makes the following
recommendations with the intent that if adopted
would have positive effects on the banking sectors.
1. Investment in IT has been proven to enhance the
performance of Nigerian commercial banks. The
banks should therefore give emphasis to efficient
utilization of the IT enabled services such as
credit and electronic cards to pay at retail outlets,
points of sales (POS), phone banking, electronic
payment debit, Automated Teller Machines
(ATM), home banking, internet banking, mobile
banking, personal digital assistant banking.
2. The study recommends that every bank in Nigeria
should not only invest heavily on IT especially
the POS, but should distribute same to business
outlets where business owners and customers will
have access to smooth and hassle free
transactions. It is therefore necessary for the
government to emphasize the need for more
policies that will boost the efficiency in utilization
of IT equipment by reducing the cost of acquiring
them so as to reduce cost and boost the growth of
the economy.
3. The use of (IT) in the banking sector should not
only be restricted to the cities alone, rural banking
should also be improved upon.
4. The banks should embark on aggressive campaign
and re-orientation of clients to create awareness
for the customers to patronize the facilities
especially in the area of use of POS, mobile
banking and so on. Acceptance of these facilities
will consolidate the gains from investing in them.
In achieving this, every bank should partner with
the government to make internet connectivity
cheap and accessible, especially in the rural areas.
5. The government should emphasize the need for
more policies that will boost the use of IT
solutions such as ATM, POS, MM and WP hence
long run equilibrium relationship with
commercial banks performance.
6. Staff should be used side by side with IT rather
than reducing human capital which will in turn
lead to unemployment in the country.
7. Banks must ensure that the Internet service
provider (ISP) has implemented firewalls and
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other security checks to protect the banks website
from unauthorized users.
[3]
Babatunde D. A. (2018). ” Impact of
information communication technology on
bank performance of selected banks in ondo
state Nigeria” International Journal of Business
Tourism and Applied Sciences. Department of
Accounting Faculty of Management Sciences
Federal University, Oye- Ekiti, Ekiti State,
Nigeria. Vol. 6 No. 2
[4]
Castells, I. S. (2001). ”Banking efficiency and
information technology in Nigeria: An
empirical investigation”. International Journal
of Economics and Development Vol 8(1 &2) pp
86-96
[5]
Osabuohien, (2008). “ICT and Nigeria Banks
Reforms: Analysis of Anticipated Impact in
Selected banks” Global Journal of Business
Research, Vol. 2. No. 2.
[6]
Oira, J. K. and Kibati, P. (2016), “Influence of
innovation on the performance of commercial
banks in Nakuru central business district”,
Journal of Business and Management, Vol. 18
No. 10, pp. 102-113.
[7]
Salawu R. O. and Salawu M. K. (2007). “The
emergence of internet banking in Nigeria: an
appraisal, Information Technology Journal,
Vol. 6(4), pp 490 – 496.
[8]
Schiavi, G. S. and Behr, A. (2018), “Emerging
technologies and new business models: a
review on disruptive business models”,
Innovation and Management Review: Emerald
Publishing
Limited,
pp.
1-19,
doi:10.1108/INMR-03-2018-0013.
8. Banks should ensure that they properly configure
their IT solutions and institute procedures for
continued
monitoring
and
maintenance
arrangements to avoid breakdowns and
downsides.
9. Government should make Improvements in
electricity supply through the national grid and
also provide additional IT infrastructures to assist
banking operations.
Suggestions for further studies
Based on the above study findings, the following
areas are suggested for further studies. This is
because of the fact that this study is focused on
commercial banks, which imposes some limitations
on the application of its findings. Consequently, it is
hereby suggested that further studies be carried out on
the impact of Information Technology on
development finance institutions.
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Adesina, S and Ayo, A. (2010). “Impart of
Electronic Banking on Customers Service in
Lagos, Nigeria in Journal of Economics and
Finance”, Department of Economics, O. A. U,
Ile-Ife, Nigeria.
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